Director Patient Experience - Associate Experience

About the Role

The Director of Patient Experience is responsible for developing strategy and implementing initiatives to drive behavior change, process improvement, and environmental changes based on patient experience data. This role aims to optimize care delivery and achieve best-in-class patient satisfaction in a High-Reliability Organization.

Responsibilities

• Meets expectations of the applicable OneCHRISTUS Competencies: Leader of Self, Leader of Others, or Leader of Leaders.
• Plans and coordinates the overall hospital program strategy to achieve excellent patient experience in all areas; develops improvement programs based on identified patient experience needs.
• Analyzes and interprets patient engagement surveys, complaints, and grievances to drive process improvement; collaborates with directors, managers, and front-line associates to achieve desired outcomes.
• Reports regularly at departmental meetings, hospital and medical staff committees, and service lines.
• Works in collaboration with departments to develop and drive initiatives designed to improve the patient experience through behavior change, process improvement, or environmental factors.
• Accountable for making measurable improvements in patient experience satisfaction measures and achievement of CHRISTUS targets and goals.
• Collaborates with administrative, medical, nursing, ancillary, and legal/risk management staff on problem investigation, resolution, response, and prevention using data from surveys, complaints, and grievances.
• Serves as the liaison for patient complaints and grievances; manages the program to meet regulatory requirements for documentation and response.
• Provides education to staff on complaint management, patient rights, and customer service.
• Acts as a resource for leadership regarding patient satisfaction surveys, complaints, and grievances for process improvement around the patients' and families' experience.
• Leads and participates in multi-disciplinary teams to manage initiatives related to the patients' experience.
• Demonstrates organizational agility to keep patient experience initiatives moving forward.
• Ensures patient experience hospital and unit-based action plans are completed on time and on budget.
• Presents to various audiences, from patient experience modules for associates to presentations for hospital leadership.
• Works with evidence-based and HRO performance improvement techniques to proactively implement systems (people, processes, and technology) to enhance the customer’s experience.
• Acts as a resource to the Clinical Excellence Division to ensure accurate measurement of the customer survey process.
• Must have excellent communication skills (written, verbal, and listening), as well as excellent interpersonal and organizational skills.

Requirements

• Bachelor's degree required; Master's degree preferred.
• 5 years of experience in education, customer service, or process improvement.
• Experience in leading and managing multi-functional teams to improve processes.
• Experience using both qualitative and quantitative consumer information to drive customer satisfaction.
• Experience in a healthcare setting is required.

Qualifications

• Certified Professional in Patient Experience (CPXP) required within two years of hire.

Schedule

8 AM - 5 PM, Monday-Friday

Work Type

Full Time